RnP, Risk Operation Agent
in Bangaloreat PayPal

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 254 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

I. POSITION OVERVIEW
As an Agent within Protection Services, your primary responsibilities will be assisting buyers and helping to resolve their seller dispute inquiries. By utilizing the latest in modern communication and technology tools, and your knowledge of the buyer and seller protection policies, you will complete reviews and resolve claims in a timely and accurate manner. As a frontline representative, you will be the primary point of contact for our customers – it is imperative that you help provide them with predictable, compassionate, and timely resolution to their questions and inquiries. An Agent within Protection Services exhibits strong communication skills, excels at customer interaction, exhibits creativity and skill in delivering practical solutions, and thrives in a collaborative team environment.
II. CORE DUTIES
 Reviewing and attaching customer responses to claims filed against them or on their behalf. (5%)
 Completing or cancelling pending reversals when appropriate. (5%)
 Restricting accounts when appropriate. (5%)
 Closing of claims filed through PayPal’s Consumer Protection Policies. (70%)
 Escalating appropriately to Fraud Investigations. (5%)
 Review limited PayPal accounts and determine the legitimacy of the account and account holder. This also includes determining cases that need to be resolved by the customer to lift their Limited Access. (10%)
III. COMPETENCIES
 Customer Focus
 Drive for Results
 Problem Solving
 Decision Quality
 Time Management
 Functional / Technical Skills
IV. JOB REQUIREMENTS
 Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
 Strong written (email) communication utilizing proper grammar and punctuation
 Ability to make discretionary decisions based on research
 Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through
 Ability to learn and adapt to new software technologies
 Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)
 Basic Knowledge of internal systems and software (Kana, Intranet, Admin Tools, Attack)

I.EXPERIENCE

12+ months customer service experience required

II.EDUCATIONAL REQUIREMENTS

High School Diploma or equivalent required

III.PHYSICAL REQUIREMENTS

This position requires sitting, typing and repetitive motions.

IV.POSITION SCOPE DETAILS

This job role can exist at different grade levels based on a set of expectations and an individual’s demonstration of these expectations. Differences between grades are determined by acquired / demonstrated skills and competencies along with overall performance in the role. The above statements are intended to describe the general nature of work being performed within the role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviours or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Additionally, Individuals need to be able to work any shift within a 24 hour period Monday through Sunday.

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.